Customer Service & Data Entry Assistant

Mission:

To provide excellent customer service and to promote this idea throughout our organization, ensuring that the needs of customers are being satisfied.
Also to manage a team of customer services and virtual assistants staff, negotiate with our vendors to get the best products, prices and shipping lead times, coordinate the data entry to our shopify stores and customer orders through our vendors.

Outcomes to reach until 31/12/2016:

1. Manage efficiently sales orders of at least USD 500.000 (25.000 orders) until 31/12/2016 within our customers and vendors.

2. Build our Customer Service team and implement all the needed customer services policies and processes.

3. Negotiate to our vendors to reach out the best products, prices and worldwide shipping lead times.

4. Manage a Data Entry Virtual Assistants staff to do the product upload to our website and to process our customer orders through our vendors.

5. Customer Service KPI’s:
a. NPS (Net Promoter Score) of at least 80%
b. Mail and Social Media response time of less than 16 hours on average.
c. Contact Ratio Inbound (Total emails and social media messages received / orders received) less than 25%
d. Refund processing lead time less than 72 hours

6. Logistic KPI’s:
a. On time delivery of 90%
b. Average order delivery lead time of less than 28 days.

Competencies:

Personal competencies:

Communication
Speaks and writes clearly and articulately to inform, help and advice customers clearly without being overly verbose or talkative. Maintains this standard in all forms of written communication, including e-mail.

Listening skills.
Lets others speak and seeks to understand their viewpoints. Understand exactly what customers require.

Calm under pressure.
Maintains stable performance when under heavy pressure or stress.

Ability to lead and develop people.
Coaches people in their current roles to improve performance, and prepares them for future roles. Ability to supervise and lead a team of customer service and virtual assistants.

Honesty/integrity.
Does not cut corners ethically. Earns trust and maintains confidences. Does what is right, not just what is politically expedient. Speaks plainly and truthfully.

Organization and planning
Plans, organizes, schedules, and budgets in an efficient, productive manner. Focuses on key priorities.

Attention to detail
Does not let important details slip through the cracks or derail a project.

Flexibility/adaptability
Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change.

Teamwork
Reaches out to peers and cooperates with supervisors to establish an overall collaborative working relationship.

High standards.
Expects personal performance and team performance to be nothing short of the best.

Cultural competencies:

Ambition
The desire of becoming the bests in our business and in our lives is our daily motivation. We establish ambitious objectives since nothing seems impossible to us.

Commitment
We’re all on board. We feel completely identified to the core values and to the philosophy of our organization. We worry about the problems it faces, we contribute in the achievement of our goals and of our mission. We’re loyal to what we believe in and we feel a strong desire of continuing on the run.

Intelligence
We make smart decisions to solve our problems, we’re clever, with us, there is no need to reinvent the wheel. We are continuously challenging and improving our cognitive, learning and relationship abilities in order to become the most skilled in our field of work.

Discipline
Our work is based on tenacity, effort, and determination. We are always out of our comfort zone. Our attitude, in combination with our willpower and perseverance is what make us capable of achieving our goals.

Responsibility
We think and make decisions as owners. We accept the consequences of our acts and we answer to whom it may come affected by them.